My husband ordered me flowers for Valentine's day, and it was agreed upon ordering them that they would be delivered before 7pm as we were leaving for a week long trip at 7pm (the plan was to take the flowers with us so that I could enjoy them whilst I was away).
Between 6 and 7pm my husband was getting more and more concerned that the flowers hadn't showed up, so he kept ringing eFlorist but could never get through on the phone (he was on hold the entire time). We waited until 7.30pm but couldn't hold on any longer as we had a 6 hour car journey ahead of us and a 21 month old who needed to be put to sleep in the car. Eventually our flowers must have turned up as they were delivered to our neighbours.
After failing to get through to eFlorist on the phone, my husband sent an email complaint to them but no one ever replied. The next day he continually rang eFlorist but could never get through when selecting the option that he was calling about an "existing order". Eventually he got through when he selected the option to "place a new order", and was told he was not eligible for a refund despite explaining our circumstances in detail.
We never even got to see the flowers as we were away for a week, and they had died by the time we got home. We both wrongly assumed that eFlorist would be apologetic and give us a full refund but as they refused we intend to spread the word to our friends, family and beyond that they shouldn't use eFlorist.
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